Tag Archives: Train

Assisted Travel

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Hello all, 

For todays blog post I thought I’d write about my trip down to London using assisted travel. As a visually impaired person I always use assisted travel when going on journeys which are not my normal route. 

I set off from Leeds at 11:15 I arrived in plenty of time for getting my train and to wait for assistance. We were told the train was running 10 minutes late but not to worry. The weather on this Friday was horrible and the river coming into Leeds was very high. There were no travel alerts saying not to travel. 

Once I was on the train and sat down my anxiety started to ease a little bit. But because I have always had an issues going down to London I was not able to fully relax. I had my ticket I checked my seat number, I was in the wrong seat. Worried about this I called my mum. She called the assisted travel people at Leeds and they said I was in the right seat and it was OK. I tried to relax. 

We got to Doncaster on time and I was looking forward to going down to London to see my brother. The train didn’t pull away from the station and I started to worry. After a while a message came over the tannoy that the train was being delayed due to signalling problems further down the line. I messaged in our family group chat that we had stopped and I didn’t know when we would be setting off again. 

15 minutes went by then a little longer, no announcement. My brother messaged to say the app was showing that it shouldn’t be too much longer. Then another announcement saying they didn’t know how long it would be. Someone else was on the phone and getting messages from someone saying it was signalling problems and that it should be fixed by 2:30…we should have been in London for 1:15. 

I was very stressed at this point and I just wanted to go home. Eventually after my mum contacted assisted travel and mentioned I was getting worried someone from the train staff came to talk to me. They assured me someone would meet me at the other end. 

After an hour we finally set off but were told the signalling problem was still not fixed. I was stressed because I didn’t want to get stuck at some random station if they terminated the train. Thankfully we organised that if this happened my Uncle could drive to get me. This eased my anxiety knowing I would have some help. 

But you have assisted travel why are you worried? I was worried because there were very few announcements on the train, that in the past the train has been terminated at a random station and I had to get myself off as the staff forgot about me, I was worried that the last time I went to London I was left on the train and member of the cleaning staff had gone to get someone to help me. 

We stopped at Grantham and we had to make a toilet stop as the trains toilets had run out of water. Thankfully I had made my way to the toilet, before this happened. Which is a good thing because no member of train crew came to ask if I was OK. 

Eventually we set off again and all of the tracks were flooded so we had to roll through the water over the lines. I was not happy at all, I had been on the train from 11:15 and it was getting into the evening. 

Finally we got to London and I was very tired and anxious. I was putting my coat on and some women asked me if I was OK and did I need help. I said someone was coming to get me but thank you for asking. I looked out the window and saw my brother on the platform talking to those women, he came on the train and helped me off. We waited on the platform while I sorted myself out. No one from the station had come to meet me and help me off the train. 

We walked back up and it was so busy all the gates were open. No one was allowed into station because no trains were leaving. The weather had stopped everything. 

By this point it was 6:30 when my train came in and I was very tired and upset. My brother had been waiting around since 1:00 to meet me. The tube would have been packed so we decided we would get in a taxi and everyone else had had a similar plan. 

We got back to his flat and had some tea because we had had a long day and we had lost the afternoon. We have raised a complaint with the Assisted travel and we should be getting our money back. 

Train tracks outside with a barrier. After the barrier is water with some shrubs peaking out from underneath.

On my way home, the assisted travel and been cancelled for some reason so they rebooked it and got me on the train. When I arrived at Leeds someone was there to meet me, got me off the train with my bag and helped me to my onward journey. Then I was met at the other end and I got home safe. 

Assisted travel, when it works, is wonderful. It allows people who need a bit of extra help to get out and about. My local train stations are wonderful. They always help me out. 

I appreciate station and train crew are busy but when you are offering a service you need to make sure you don’t fall short. Especially when the service is there to help Disabled people to travel safely. 

I felt let down by the service. 

But besides this I had a lovely weekend with my brother. 

Yes, I will write another blog about my weekend. 

Thank you, 

Philippa B. 

Ticket Office Closures

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Hello all,

I thought for my blog post I would share with you a letter I wrote to my MP regarding ticket office closures.

I am one of your constituents who is writing to let you know I am deeply unhappy about the proposal to close train station ticket offices.

As a Disabled person who relies on the railways to get to work and various other things I find these recent proposals to be very disconcerting. I am already having to use the ticket machines to get my monthly pass because I cannot top up my M card with a person on the the desk. The ticket machines are not always reliable or even accessible. My needs as a visually impaired person are not being met.

The proposals to have more staff around the station, rather than being ‘stuck behind glass’ is not one I find to be helpful as a visually impaired person. Knowing there is a ticket office I can go to and know there is someone there is far more accessible than standing in the middle of a train station trying to find someone to help me. How is a Visually Impaired Person meant to find a member of staff if they cannot see very well?

These proposals which are being done in the ‘best interest of the public’ are another money saving scheme by the train operators who are looking to cut jobs and make more money.

The staff at my local stations have always been very helpful to me. They do so much more than sell tickets. They support station users to get to their destinations, are a point of contact if they feel unsafe, they clean the stations and keep the spaces looking tidy. They work hard in all sorts of weather doing a variety of jobs to keep our station running.

Disabled people are the largest minority group and by taking away a valid service and disguising it as something in the publics best interest is a disgrace. We need assistance to travel, we need support. If these roles keep being taken away ‘in the publics best interest’ then Disabled people’s worlds are gong to get even smaller. We won’t be able to travel independently.

A few months ago I was on a train and a man was screaming at a woman. The conductor contacted the transport police and we stayed at the station until they had been removed from the train. 

Our stations and trains need staff. Yesterday my M card wouldn’t let me through the barriers even though I had just topped it up that morning. A member of staff was able to let me through. What happens when the staff are no longer there? Northern Rail don’t make the card, Metro do. Am I supposed to stand around and wait on a support line when I have a valid ticket?

One of the stations where we will lose staff after 2pm is a little out of the way. I don’t feel safe there on an evening. So when there are no staff this is one more option for me getting home that has been taken away from me.

Please ensure all ticket offices remain open, I am sure the share holders and managers higher up can do without a few extra pounds. As I don’t fully believe the money will be re invested into our railways, but rather into the back pockets of the shareholders.

I look forward to your response,
Philippa B.

Disabled people need assistance at ticket offices, to be honest it is not just disabled people. There is always a queue at my local train stations.

People want to talk to people. You cannot replace human interaction.

Please write to your MP, you have 5 days left to tell them what you think of ticket office closures.

Thank you,
Philippa B.


Mind My Cain

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Hello all,

It is Monday again which means it’s time for another blog post. This week I’m focusing on being a long cane user.

As you maybe aware I am Visually Impaired and use a long cane. In order for me to get around I sweep the cane across the floor in front of me to be able to find objects in my path. Including but not limited to steps, curbs, dogs and people.

Earlier this week I had gotten off the train and was making my way to the escalators. It was a busy morning and I was making my way to work. Someone was at the side of me and noticed my cane hit their leg, they looked down at my cane and continued to move forwards. The difficult and dangerous thing was that we were trying to get on the escalator. People at the other side of me noticed I had my cane, they stopped and let me get on. I said thank you.

My long cane in the centre, a red handle. In front is a train platform.

The person who had come into contact with my cane continued onto the escalator. I continued to use my cane to navigate onto the escalator and my cane caught between their legs. Once we were on the escalator I stood my cane in front of me and waited until we reached the top.

I put my cain out cautiously to find my way off. As I did this and moved forward the same person was caught by my cain.

The difficult thing with being a cain user is that we are using it for the right reasons. To discover obstacles in our path and navigate safely. The problem comes when others pay no attention. Mistakes can be made yes, but when someone actively notices your cain and continues to not give you the space you need to navigate safely then they are putting you and them at risk.

The danger in this situation is that the person who ignored my cain could have tripped up and slammed their head onto the escalator. I could have then fallen onto them. This would have been very dangerous for both us.

Similar situations can occur when cain users are crossing roads. If people ignore our cain and step into the road or don’t move out of the way then they could cause both of us to fall over.

When out and about people tend to have their headphones in to block out all the noise around them, which makes sense. But this can also mean you’re in your own little world.

This can lead to people being less aware of their surroundings. Meaning they may miss someone using a mobility aid. Which can have serious consequences.

All we ask is that you try be a bit more cautious. We are doing what we need to do to get around. We can’t travel at quieter times if we need to get to work. We shouldn’t have to travel at quiet times.

Please just be a little mindful and don’t rush people. Getting to work can be very hectic and can create stress. But if we all just try be a little more aware of our surroundings (unless, like me you’re Visually Impaired and find this difficult) we can all have an easier and smother time on public transport.

Thank you,
Philippa B. 

Travel to London

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They forgot about you.

It has been a long time since I have visited my brother in London, the last time was before the Pandemic.

We decided when would be the best time for me to visit then I booked tickets to go on the train. First we had to phone for assisted travel as I am Visually Impaired and need help navigating my surroundings. I have Scoliosis and need help carrying my bags.  Once we had booked the assisted travel I had to book tickets. This required phoning a separate number. We got the trains booked and I requested tickets be sent to my house. The assisted travel booking came through by email.

Going to London using assisted travel or coming back from London has always been stressful for various reasons.

For those of you who don’t know, assisted travel is a service offered to train users who are Disabled or who need assistance with their travel. You phone up, or use the Passenger Assistance app and you tell them what you need assistance with, when you are travelling and what your Disability is.

The Friday came for me to go to London and my mum took me to the station and we let someone know I was there. The lady was very helpful and told us to take a seat. We waited and a man came over to help me onto the train. He took my bag and helped onto the train. My mum got on too. He guided me to my seat, put my bag up overhead and explained where everything was and that there were people getting on at Doncaster who would be sitting next to me.

My mum and the member of station crew got off. A lady came up to me from the Grand Central train crew and introduced herself. Finally the train set off and we were on our way.

Arriving in London I messaged the family group chat so my brother could see that I was there. Even though he was watching my train come in.

Everyone got off the train and I stayed sat down. I looked around and I couldn’t see anyone who was coming to help me. I was getting stressed. I messaged my brother.

Just to make clear, when you are waiting for assisted travel they tell you that you should never be waiting more than 5 minutes for someone to come and help you.
The other thing to note is that the assisted travel arrangements are with the station crew, unless something happens along the journey and then the train crew help.

A few moments later I heard some voices and the cleaner came bustling down the aisle emptying bins and tidying up. She noticed me and asked if I was waiting for assistance. I said yes and she said she’d be back. Messaging the group chat again I wrote what was happening. The lady came back and said she had told the driver.

This is the best bit. The driver contacted the station staff who had forgotten about me. Well done Kings Cross.

A man came on to get me and he didn’t introduce himself he just said ‘is this your bag?’ We went to get off and when we were on the platform he didn’t offer me his arm so I could be guided safely. He was carrying one small bag with clothes and another tote bag. But he should have guided me. He should have introduced himself with ‘Hello my name is…’

A little further down the platform the train crew caught up and said they would help me get to the barriers. I took their arm and we wandered down the platform. I explained I was meeting my brother and what outfit he had on.

We met up with him near the barriers and headed down to the tube.

I will post separate blogs about my weekend.

The Monday morning came and we got the bus back to kings Cross and arrived half an hour before my train.
The station wasn’t too busy and we made our way to the Assistance point. The lady radioed through to let them know I was there. She radioed again. She radioed again. By this point I was again getting stressed. Finally after a while the LNER lady just said she’d do it herself.

She was very nice and explained we were in no rush and we will just wander onto the platform. She saw the train was in and we got on. Again she directed me to my seat. I said goodbye to my brother and sat down. He messaged in the group chat that I was on the train. 

A tote bag and my folded up long cain on the train table.
All ready to go London

We mentioned what happened on the way down and how I was left. She apologised and said she would ring Leeds and let them I was on the train.

When I arrived at Leeds I stood up once everyone else was off and a man in a blue Northern Rail jacket approached me and took my bag and helped me off the train. We got to the Bradford train and I explained what happened at London and he shook his head. But I pointed out I have always had great service at Leeds and  Bradford Interchange (and Forster Square). I sat down and had my bags next to me. The conductor asked where I was going to and I said Bradford. He said he was changing there so if no one got on to help he would assist me off the train.

Once we stopped at Bradford a man got on and grabbed my bag and helped me off the train. I sat down outside the barriers and waited for my Mum.

Every other station was brilliant, I have always had great help at Bradford and Leeds, their staff are lovely.

At Kings Cross I was left on the train, there was no assistance to meet me to help me board the train to come home. So someone else had to do it.

Staff who do the job of assisted travel should have Disability training. This is why it is not OK that someone else filled the gap. The lady who helped was lovely and seemed concerned about my previous experience and genuinely wanted to help.

This kind of scenario happens far too often and this is why I do not like travelling independently. I am Visually Impaired and use a long cane to navigate my surroundings. I cannot just get on a train and go where I want. The assisted travel service which I and many others rely on had let me down on parts of my journey.


When you are Disabled you are reliant on others to help you. These services are in place to enable us to get around and be independent. However they let us down more often than you think.

Then there are the people who do a great job in these stations who hear these stories. They are also being let down because they are doing an amazing job, but then others are letting them down by not doing their jobs properly.

As I mentioned before the staff at my usual stations are brilliant and are always on hand to explain and assist me with my journeys. The lady at Kings Cross who got me onto the train was very helpful. The cleaner who notified someone I was still waiting was helpful.

But none of that should have happened. It should have been smooth, the assistance should have been there. As Disabled people we are tired of raising the concerns and seeing others go through it time and time again. But because we are Disabled and a very marginalised community the outrage is minimal.

Imagine you can’t see very well and you have constant back pain due to a curved spine. How would you feel being left on a train when you had booked assisted travel before hand? The thought that if someone wasn’t there at the other end meeting you and had no one to also help you raise your concerns and ensure someone was helping you on your journey ?

It is not acceptable. If you have experienced this before please leave your comments below.